Agent tips
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Article Tier 1: The most difficult level of support?
Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he…
Article Community Tip: Create automated public follow-up for tickets in a Pending state
There is now a way to create an automated public follow-up for tickets in a Pending…
Article How to build great internal partnerships (hint: a stick is involved)
Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to…
Article Revitalize your customer service with rotating roles
In the world of customer service, keeping things fresh and exciting for your agents is no…
Article Streamlining your workload: efficiency tips for small businesses
It's not uncommon for businesses to outsource the management of their IT infrastructure to managed service…
Article 5 ways to add meaning to your customer data
You have a lot of customer data in your Zendesk...so now what? Unless you know how…
Article Community tip: find your repeat customers
I am sure we all have experienced the anxious customer. The one that emails you a…
Article Use your phone for more than pictures of lunch: tips for screening job candidates
It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the…
Article The customer service resume checklist
Finding the right customer service talent is no simple task. As part of our series, How…
Article Maintain accountability with one simple move
One of the realities of working for a company that genuinely cares about customer service is…
Article 3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell
Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with…
Article Customer service cover letter samples— everything you need to know
It is becoming increasingly common for customer service hiring managers to focus less on cover letters…
Article How to write a customer service job description
Sometimes sitting down to write a job description can feel like a monumental task
Article The vitals of virtual support teams
The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.
Article Tip of the week: Building your change management process
For the simplest change management process, all you need is a few custom configurations.
Article Keeping things fresh with rotating roles
One of the first and most fundamental steps your company can take on its journey to…
Article Community tip: track repeat ticket submitters
Keeping track of customers who submit multiple tickets is great way to gauge things like customer…
Article Understaffed and extra busy? Here’s how to keep your cool
There are going to be days when you dont have enough customer service staffing to meet…
Article Why having new employees answer support tickets could be the best thing your company ever did
Youve heard the same mantra from every VP of sales for the past decade: Everyone is…
Article Tip of the Week: Queue Management in Zendesk
Wouldn't it be helpful to have a guide that generally outlines the best ways to manage your queue of…